Northern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in continuous operation since 1889.
Northern Trust is proud to provide innovative financial services and guidance to the world's most successful individuals, families, and institutions by remaining true to our enduring principles of service, expertise, and integrity. With more than 130 years of financial experience and over 22,000 partners, we serve the world's most sophisticated clients using leading technology and exceptional service.
What You Will Be Responsible For
The Client Service Delivery Specialist will be responsible for:
Managing Client Relationship - the candidate will be responsible for building and maintaining strong relationships with all client stakeholders, understanding their needs and acting as a point of contact for escalations/concerns.
Coordinating Service Delivery - the candidate will ensure the shared service teams deliver on all SLA requirements making certain that the services are provided on time, within scope and meet the quality standards.
Issue Resolution - the candidate will be responsible for handling any problems that arise during the delivery of the agreed upon services, resolving conflicts, and ensuring client satisfaction in the remediation process.
Monitoring Performance - the candidate will be responsible for tracking service delivery metrics across the various shared service teams, reporting on performance, and identifying opportunities for improvements to enhance overall service efficiency.
Continuous Improvement - the candidate will be responsible for identifying areas for process improvement and working with internal teams and the project team to enhance the overall client service delivery experience.
What We Value
These skills will help you succeed in this role:
Communication Skills- ability to communicate clearly and effectively with client and with internal stakeholders, both verbally and in writing
Empathy and Client Focus - understand client needs and concerns to ensure they feel valued
Conflict Resolution - ability to manage client expectations and resolving disputes
Service Level Agreement Management - understand and manage service level agreements and performance metrics to track
Time Management - ability to prioritize multiple tasks and manage them simultaneously
Strong Problem Solving and Decision Making Skills - ability to assess problems quickly and identify effective solutions. Make sound timely decisions, especially in high pressure situations
Solve complex client issues and coordinate resolution across teams
Collaborate well with others; work closely with internal teams to ensure optimal service delivery
Strong technical aptitude in the asset management space with a great understanding of how client service delivery impacts the business' goals
Adjusts well to changing client demands, new technologies, and evolving service needs
Education & Preferred Qualifications
7-10 years of experience in client facing or service delivery role preferred
A College/University or Master's degree in Business or Finance
Proficient in Microsoft Office Suite
Familiarity with Project Management Tools such as Jira
Certified Customer Service Manager (CCSM) or Certified Professional Customer Experience (CCXP) certifications a plus
Working with Us:
As a Northern Trust partner, greater achievements await. You will be part of a flexible and collaborative work culture in an organization where financial strength and stability is an asset that emboldens us to explore new ideas.
Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to assisting the communities we serve! Join a workplace with a greater purpose.
We'd love to learn more about how your interests and experience could be a fit with one of the world's most admired and sustainable companies! Build your career with us and apply today. #MadeForGreater
Reasonable accommodation
Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at MyHRHelp@ntrs.com .
We hope you're excited about the role and the opportunity to work with us. We value an inclusive workplace and understand flexibility means different things to different people.
Apply today and talk to us about your flexible working requirements and together we can achieve greater.
